{"id":2069,"date":"2020-05-03T16:58:58","date_gmt":"2020-05-03T23:58:58","guid":{"rendered":"http:\/\/www.ildikototh.com\/?p=2069"},"modified":"2020-05-28T15:13:05","modified_gmt":"2020-05-28T22:13:05","slug":"low-hanging-fruit-ux-fails","status":"publish","type":"post","link":"https:\/\/www.ildikototh.com\/index.php\/2020\/05\/low-hanging-fruit-ux-fails\/","title":{"rendered":"A contact form improved"},"content":{"rendered":"\n

It’s Low Hanging Fruit, but no one will call in about it.<\/h3>\n\n\n\n

There\u2019s a generalization that if one person calls about an issue, then there are up to 10 others who never call in but have the same problem.*<\/p>\n\n\n\n

\"\"<\/figure><\/div>\n\n\n\n

The above screenshot is a modal that pops up when you click on \u201ccontact us\u201d. At first, this seems great: you can live chat, or schedule a callback. No searching for hidden phone numbers or navigating lengthy FAQ and help documentation. <\/p>\n\n\n\n

However, it took me three months before I finally was able to speak to someone on the phone about my issue. <\/p>\n\n\n\n

Although I am now embarrassed to say**, I pulled this window up once in a while, usually in the afternoon. I know this company is on the East Coast, so I assumed that there wasn\u2019t a \u201ccall us now\u201d option because it was already past their working hours. <\/p>\n\n\n\n

Every time I pulled this up, I thought, dang, I must have missed them again. I don\u2019t really want to live-chat because in this case, it was just easier over the phone.  <\/p>\n\n\n\n

I was especially duped since this same modal showed only the “schedule callback option” over the weekend. It seemed like a trend, to hide options based on time of day\/week.<\/p>\n\n\n\n

\"\"<\/figure><\/div>\n\n\n\n

In the end, I scheduled a callback but missed their call. Then another callback that I didn\u2019t receive for some reason. I started getting annoyed. Fine, I will call them when it\u2019s not their lunchtime, nor is it past 5 pm EST. At 11 am on a weekday, I click that “contact us” icon, and the same window appeared. What, still? What am I missing?? <\/em> I thought to myself.<\/p>\n\n\n\n

And that\u2019s when it dawned on me: The phone number is right in front of my face 🤦‍♀️:<\/p>\n\n\n\n

\"\"<\/figure><\/div>\n\n\n\n

And it was even a link I could tap from my mobile phone! DUH. Why didn\u2019t I think of that!? Well, actually it wasn\u2019t that obvious. The other two options overpower the interface with icons, and the blue section in the middle looks like an information panel.<\/p>\n\n\n\n

So I redesigned it:<\/p>\n\n\n\n